Pacchetto ISO 20000 2018
2024-10-28 11:05ISO 20000 2018 Package
Ottenere l'accreditamento al costo più basso possibile
ISO/IEC 20000 2018 complete package
Versione 2018
Prezzo : 489$
The complete ISO/IEC 20000 2018 package is a comprehensive document package that contains everything from all the templates of procedures, processes, forms, checklists, tools, detailed guides and instructions needed to:
- Start your ISO/IEC 20000 process.
- Creare l'ISO/IEC 20000 documentation.
- Accesso rapido all'ISO/IEC 20000 accreditation.
- I vantaggi di una ISO/IEC 20000 management system that is simple and adapted to the needs of your organization.
Perché iniziare con una pagina bianca. Iniziate il vostro progetto OGGI e risparmiate fino a 80% sul vostro tempo e denaro.
Questo pacchetto comprende 1 ora di sessione online dal vivo 1 a 1 con un consulente ISO, revisione dei documenti, supporto continuo via e-mail per 12 mesi e servizio di aggiornamento periodico.
Implementazione economicamente vantaggiosa: Molto più economica di un consulente in loco e richiede molto meno tempo rispetto a un'implementazione da zero
ISO/IEC 20000 2018 Version Complete Package
- Valore aggiunto: Tutti IISO/IEC 20000 2018 I requisiti sono stati sviluppati in un processo efficiente che aggiunge valore operativo per il vostro Laboratorio e di conseguenza aumenta la produttività.
- Efficace: È richiesto uno sforzo minimo seguire le procedure necessarie per soddisfare tutti i requisiti della norma ISO/IEC 20000.
- Semplificando: La burocrazia e l'eccessiva documentazione sono state eliminate da ogni processo per renderlo più semplice, pur rimanendo pienamente conforme alle norme ISO./IEC 20000 2018.
Iniziate il vostro progetto OGGIe risparmiare fino a 80% sul vostro tempo e denaro.
The all-in-one document package for ISO/IEC 20000 2018 version
Risparmiare tempo, risparmiare denaro e semplificare il processo di accreditamento.
Documenti inclusi:
Moduli
👉 Questo pacchetto offre le seguenti funzioni:
- Completo durata della vita accesso
- Accesso su laptop, desktop e dispositivo mobile
Certificato di completamento
This Package Includes:
Procedure:
- Service Management Policy Procedure
- Service Portfolio Management Procedure
- Service Catalog Management Procedure
- Service Level Management Procedure
- Capacity Management Procedure
- Availability Management Procedure
- Service Continuity Management Procedure
- Information Security Management Procedure
- Procedura di gestione degli incidenti
- Problem Management Procedure
- Procedura di gestione delle modifiche
- Release and Deployment Management Procedure
- Configuration Management Procedure
- Knowledge Management Procedure
- Asset Management Procedure
- Procedura di controllo interno
- Procedura di revisione della direzione
- Procedura di controllo dei documenti
- Procedura di controllo delle registrazioni
- Procedura di azione correttiva
- Procedura di azione preventiva
Registri e moduli:
- Service Management Policy Record
- Service Portfolio Record
- Service Catalog Record
- Service Level Agreement (SLA) Record
- Operational Level Agreement (OLA) Record
- Capacity Plan Record
- Availability Plan Record
- Service Continuity Plan Record
- Information Security Risk Assessment Record
- Incident Log
- Problem Log
- Modulo di richiesta di modifica
- Change Log
- Release and Deployment Plan Record
- Configuration Item (CI) Record
- Knowledge Article Record
- Asset Inventory Record
- Rapporto di audit interno
- Verbale della riunione di revisione della direzione
- Elenco di distribuzione dei documenti
- Programma di conservazione dei record
- Corrective Action Request (CAR) Form
- Preventive Action Request (PAR) Form
Manuale e politica della qualità
- IT Service Management System (ITSMS) Manual
SOP
- SOP for Creating and Updating Service Management Policies
- SOP for Monitoring and Reporting Service Performance Metrics
- SOP for Identifying and Assessing Service Improvement Opportunities
- SOP for Engaging Stakeholders and Gathering Service Requirements
- SOP for Conducting Periodic Service Reviews
- SOP for Ensuring Compliance with Legal and Regulatory Requirements
- SOP for Coordinating with Third-party Service Providers
- SOP for Onboarding and Offboarding IT Service Management Personnel
- SOP for Training IT Service Management Personnel
- SOP for Conducting Periodic Backup and Restore Testing
- SOP for Updating and Maintaining the IT Service Management Toolset
- SOP for Communicating Changes to IT Service Management Policies and Procedures
- SOP for Managing Risk in IT Service Management
Comprehensive Guide to ISO/IEC 20000-1:2018: Chapter-by-Chapter Breakdown of IT Service Management System Requirements
Capitolo 1: Ambito di applicazione
This chapter defines the scope and applicability of ISO 20000-1:2018 for organizations aiming to establish an effective service management system (SMS).
Requisiti fondamentali:
- Applicabilità: ISO 20000 is applicable to any organization, regardless of size or type, that is involved in the planning, design, transition, delivery, and improvement of IT services.
- Service Management System (SMS): The standard outlines the requirements for a service management system that supports the planning, delivery, and continual improvement of IT services.
- Focus sul cliente: The SMS must ensure that IT services meet the agreed service requirements and satisfy customer expectations.
Capitolo 2: Riferimenti normativi
This chapter details the referenced documents that are necessary for understanding and applying ISO 20000-1:2018.
Requisiti fondamentali:
- ISO/IEC Standards: ISO 20000 integrates with other ISO standards, such as ISO 9001 (Quality Management Systems) and ISO/IEC 27001 (Information Security Management), providing a holistic framework for service management.
Capitolo 3: Termini e definizioni
This chapter provides definitions of key terms and concepts used in the standard to ensure a common understanding.
Requisiti fondamentali:
- Terminologia chiave: Important terms like “service management,” “service request,” “service level agreement (SLA),” and “incident management” are defined to help organizations implement the SMS consistently.
Chapter 4: Context of the Organization
This chapter focuses on understanding the organization’s internal and external context as it relates to the service management system.
Requisiti fondamentali:
- Understanding Organizational Context: Organizations must determine external and internal issues that could affect the SMS, such as technological changes, market demands, and regulatory requirements.
- Interested Parties: Organizations need to identify and understand the needs and expectations of stakeholders, including customers, service providers, suppliers, and regulators.
- Scope of the SMS: The scope of the SMS must be defined, taking into account the nature of the IT services offered and the organization’s objectives. The boundaries of the SMS must be clear to all stakeholders.
Chapter 5: Leadership
This chapter emphasizes the responsibility of top management in establishing, maintaining, and continually improving the SMS.
Requisiti fondamentali:
- Impegno della leadership: Top management must demonstrate leadership and commitment to the SMS, ensuring it is aligned with the organization’s strategic direction and customer needs.
- Service Management Policy: Leadership must establish a service management policy that outlines the organization’s commitment to service quality, customer satisfaction, and continual improvement.
- Ruoli e responsabilità: Roles, responsibilities, and authorities related to service management must be clearly defined, communicated, and understood across the organization.
Chapter 6: Planning
This chapter covers the planning required for the effective implementation and operation of the SMS, with a focus on risk management and setting measurable objectives.
Requisiti fondamentali:
- Risk and Opportunity Management: Organizations must identify and address risks and opportunities that could affect the SMS’s ability to meet service objectives.
- Service Management Objectives: Measurable service management objectives must be established and aligned with customer requirements and organizational goals. These objectives should be regularly monitored and updated.
- Planning of Changes: Any changes to the SMS or services must be planned and implemented in a controlled manner to ensure they do not negatively impact service delivery.
Chapter 7: Support
This chapter outlines the resources, competence, and documentation necessary to implement, maintain, and improve the SMS.
Requisiti fondamentali:
- Resources: Adequate resources (personnel, technology, infrastructure) must be provided to support the SMS and ensure consistent service delivery.
- Competenza e consapevolezza: Personnel involved in service management must be competent for their roles. Ongoing training and awareness programs must ensure that employees understand their responsibilities within the SMS.
- Comunicazione: Clear internal and external communication processes must be established to support effective service management.
- Documented Information: Key processes and procedures related to the SMS must be documented and controlled to ensure accuracy, consistency, and traceability. This includes maintaining service level agreements (SLAs), operational procedures, and incident management records.
Chapter 8: Operation
This chapter addresses the operational aspects of service management, including service delivery, service level management, incident management, and service continuity.
Requisiti fondamentali:
- Service Delivery: Organizations must plan, implement, and control service delivery to meet agreed service levels. This includes capacity management, availability management, and ensuring continuity in service delivery.
- Service Level Management: The SMS must ensure that SLAs are in place, agreed with customers, and monitored regularly to verify compliance. Service performance against SLAs must be measured and reported to stakeholders.
- Incident and Problem Management: A structured process must be in place to manage incidents and problems, ensuring they are resolved in a timely manner and that root causes are identified and addressed.
- Change Management: Any changes to services or the SMS must be managed in a controlled manner, minimizing disruption and ensuring customer expectations are met.
- Service Continuity: Organizations must implement processes to ensure service continuity in the event of a disruption, such as disasters, failures, or security breaches.
Chapter 9: Performance Evaluation
This chapter focuses on the monitoring and evaluation of the SMS and the services delivered to ensure continuous improvement.
Requisiti fondamentali:
- Monitoring and Measurement: Organizations must establish key performance indicators (KPIs) to monitor the effectiveness of the SMS and service performance. This includes customer satisfaction metrics, service availability, and incident resolution times.
- Audit interni: Regular internal audits must be conducted to assess the effectiveness and compliance of the SMS with ISO 20000-1:2018 and customer requirements.
- Recensioni sulla gestione: Top management must conduct regular reviews of the SMS to assess its performance, identify improvement opportunities, and ensure alignment with organizational objectives and customer needs.
Chapter 10: Improvement
The final chapter focuses on continual improvement, corrective actions, and addressing nonconformities in the service management system.
Requisiti fondamentali:
- Miglioramento continuo: Organizations must implement a structured approach to continually improving the SMS, focusing on enhancing service quality, customer satisfaction, and operational efficiency.
- Azioni correttive: Nonconformities must be identified, analyzed, and addressed through documented corrective actions to prevent recurrence. This includes root cause analysis and tracking the effectiveness of corrective actions.
- Problem Solving: A formal process must be in place to address any issues or deviations from the planned service delivery, ensuring that lessons are learned and improvements are implemented.
90 giorni di garanzia soddisfatti o rimborsati
Se, per qualsiasi motivo, durante i PRIMI 90 giorni dall'acquisto, non siete soddisfatti, contattate semplicemente support@qse-academy.com e il nostro team di assistenza vi rimborserà immediatamente e completamente.
The package includes all the documents you need to comply with ISO/IEC 20000 2018 – these documents are fully acceptable by the accreditation audit.
Tutti i documenti sono in MS Word o MS Excel, per renderli molto facili da personalizzare per la vostra azienda. È possibile personalizzarli aggiungendo loghi e colori aziendali e modificando intestazioni e piè di pagina per adattarli allo stile preferito.
Abbiamo già completato circa 90% delle informazioni richieste sui documenti. Per completarli è necessario inserire solo il nome dell'azienda, i responsabili e qualsiasi altra informazione specifica della vostra azienda. sarete guidati attraverso il processo, commentando gli elementi necessari e quelli facoltativi.
We presented the ISO 20000 documentation, so as to assure all its users that they have completed everything accurately and with the utmost efficiency.
Tutti i documenti sono realizzati in modo da poter seguire perfettamente l'ordine proposto, il che consente di assicurarsi che non manchi nulla e che nessuno si perda nel processo.
I commenti e i diagrammi di flusso inclusi aiutano il personale a comprendere ogni documento e la sua utilità, contribuendo a rendere la gestione della qualità più fluida e i processi più facili da seguire.
Features of the complete ISO/IEC 20000 2018 Kit
Prezzo: 489 $
– Documentation included: 58 documents for the implementation of ISO 20000 2018
- Formato MS Office 2007, MS Office 2010, MS Office 2013
- Lingua: Inglese
- I documenti sono completamente modificabili: basta inserire le informazioni specifiche della vostra azienda.
– Acceptable for the ISO 20000 2018 accreditation audit? Yes, all the documents required by ISO 20000 2018 are included, as well as the quality policy and the current but optional procedures.
Consegna immediata - Il pacchetto è scaricabile immediatamente dopo l'acquisto.
Consulenza gratuita - Inoltre, è possibile presentare due documenti completi per la revisione da parte di professionisti.
Creati per la vostra azienda - I modelli sono ottimizzati per le piccole e medie imprese.
Complete ISO/IEC 20000 2018 Package
The complete kit to implement ISO/IEC 20000
Prezzo : 489$
Durata totale dell'implementazione: 8 mesi
ISO/IEC 20000 Implementation Project Plan
Il raggiungimento della norma ISO 17020 è una pietra miliare significativa per qualsiasi organizzazione, a dimostrazione dell'impegno verso la protezione dei dati e della privacy. I nostri consulenti esperti sono a disposizione per guidarvi in ogni fase del processo di implementazione, dalla consultazione iniziale e l'analisi delle lacune alla valutazione finale e alla certificazione di conformità. Grazie al nostro piano di progetto completo, ai programmi di formazione su misura e all'assistenza dedicata, garantiamo che la vostra organizzazione soddisfi tutti i requisiti ISO 17020 in modo efficiente ed efficace. Collaborate con noi per aumentare la credibilità della vostra organizzazione, migliorare i processi di gestione dei dati e guadagnare fiducia su scala internazionale. Lasciate che vi aiutiamo a raggiungere l'eccellenza nella gestione della privacy dei dati.
Introduzione: Inizio del progetto e analisi delle lacune (Durata: 1 mese)
Compiti introduttivi
1.1 ISO 20000 Kick-off and Awareness
Compito: Organizzare la riunione di avvio
- Descrizione: Conduct a kick-off meeting to introduce the ISO 20000-1:2018 project to key stakeholders. Discuss objectives, scope, timelines, and responsibilities.
- Prodotti da consegnare: Piano del progetto, ordine del giorno e verbali delle riunioni.
- Riunione: Consultazione iniziale con il senior management e il team di implementazione.
1.2 Eseguire l'analisi dei gap
Task: Conduct Gap Analysis Against ISO 20000:2018 Requirements
- Descrizione: Assess the current IT service management processes and service management system against ISO 20000-1:2018 requirements to identify gaps and areas for improvement.
- Prodotti da consegnare: Rapporto di analisi delle lacune con le non conformità identificate.
- Riunione: Review findings with management, IT teams, and service managers.
Section 1: Service Management System (SMS) Documentation and Planning (Durata: 2 mesi)
2.1 Develop SMS Documentation
Task: Define Service Management Policy and Objectives
- Descrizione: Establish the organization’s service management policy and measurable objectives, aligning them with ISO 20000-1:2018 requirements.
- Prodotti da consegnare: Documented service management policy and objectives.
- Riunione: Review and approval with senior management.
2.2 Develop SMS Documentation (Manual, Procedures, Work Instructions)
Task: Create SMS Documentation
- Descrizione: Develop the necessary documentation for the SMS, including a service management manual, procedures, and work instructions for key processes (e.g., incident management, change management, service continuity).
- Prodotti da consegnare: Service management manual, procedures, work instructions.
- Riunione: Review SMS documentation with the ITSM team.
Section 2: Service Delivery and Incident Management (Durata: 2 mesi)
3.1 Define Service Catalog and Service Level Agreements (SLAs) (ISO 20000-1 Clause 8.2)
Task: Develop Service Catalog and SLAs
- Descrizione: Define the scope of IT services provided, establish a service catalog, and create SLAs to ensure the delivery of services meets the agreed-upon levels of quality.
- Prodotti da consegnare: Service catalog, SLAs.
- Riunione: Review and approve SLAs with service owners and key customers.
3.2 Implement Incident and Request Management Procedures (ISO 20000-1 Clause 8.6)
Task: Establish Incident and Request Management Processes
- Descrizione: Develop and implement procedures for managing incidents and service requests, ensuring that issues are resolved quickly and effectively while minimizing service disruption.
- Prodotti da consegnare: Incident management procedures, request handling protocols.
- Riunione: Train service desk and IT teams on incident and request management processes.
Section 3: Change Management and Service Continuity (Durata: 1 mese)
4.1 Implement Change Management Procedures (ISO 20000-1 Clause 8.5)
Task: Develop and Implement Change Management Process
- Descrizione: Establish a change management process to control and manage changes to IT services, ensuring that changes are implemented smoothly without negatively affecting service quality.
- Prodotti da consegnare: Change management procedure, change request forms.
- Riunione: Review change management process with service owners and IT staff.
4.2 Establish Service Continuity and Availability Management (ISO 20000-1 Clause 8.4)
Task: Develop Service Continuity and Availability Plan
- Descrizione: Implement a service continuity plan to ensure that IT services can be maintained or restored in the event of an interruption. Ensure that services are available according to SLAs.
- Prodotti da consegnare: Service continuity plan, availability management procedures.
- Riunione: Review and test continuity plan with IT staff and service teams.
Section 4: Supplier and Asset Management (Durata: 1 mese)
5.1 Supplier Management (ISO 20000-1 Clause 8.7)
Task: Develop Supplier Management Procedures
- Descrizione: Establish procedures for managing third-party suppliers, ensuring they meet contractual obligations and comply with service level expectations.
- Prodotti da consegnare: Supplier management procedures, supplier performance reports.
- Riunione: Review supplier performance with procurement, IT, and service management teams.
5.2 Asset and Configuration Management (ISO 20000-1 Clause 8.3)
Task: Implement Asset and Configuration Management System
- Descrizione: Develop a system to track IT assets and configuration items to ensure that all components of the IT infrastructure are documented and managed effectively.
- Prodotti da consegnare: Asset management records, configuration management database (CMDB).
- Riunione: Review with IT operations and service management teams.
Section 5: Performance Monitoring and Improvement (Durata: 1 mese)
6.1 Monitoring and Measurement of Services (ISO 20000-1 Clause 9.1)
Task: Develop Service Performance Monitoring Procedures
- Descrizione: Implement procedures to monitor and measure the performance of IT services, including incident resolution times, service availability, and customer satisfaction.
- Prodotti da consegnare: Service performance reports, monitoring tools.
- Riunione: Review performance metrics with IT and service management teams to identify areas for improvement.
6.2 Continual Improvement of the SMS (ISO 20000-1 Clause 10.1)
Task: Establish Continual Improvement Framework
- Descrizione: Develop a continual improvement process to review and improve service delivery and ITSM processes based on performance data, audit results, and feedback.
- Prodotti da consegnare: Improvement action plans, lessons learned reports.
- Riunione: Continual improvement review with senior management and IT teams.
Section 6: Internal Audits and Corrective Actions (Durata: 1 mese)
7.1 Develop Internal Audit Program (ISO 20000-1 Clause 9.2)
Compito: Creare un piano di audit interno
- Descrizione: Establish an internal audit program to evaluate the effectiveness of the SMS, ensuring that all processes comply with ISO 20000-1 requirements.
- Prodotti da consegnare: Piano di audit interno, lista di controllo dell'audit.
- Riunione: Rivedere il piano di audit con il team di audit e il responsabile della qualità.
7.2 Conduzione di audit interni
Compito: Eseguire audit interni
- Descrizione: Conduct internal audits to assess compliance with SMS processes and ISO 20000-1 requirements, identifying areas for improvement.
- Prodotti da consegnare: Rapporti di audit interno, rapporti di non conformità.
- Riunione: Riunione di revisione post-audit per discutere i risultati e le azioni correttive.
7.3 Implement Corrective Actions (ISO 20000-1 Clause 10.2)
Task: Develop and Implement Corrective Action Procedures
- Descrizione: Establish a corrective action process to address non-conformities identified during audits and to prevent their recurrence.
- Prodotti da consegnare: Corrective action reports, root cause analysis.
- Riunione: Review corrective actions with management and process owners.
Valutazione finale: Preparazione alla certificazione e audit esterno (Durata: 1 mese)
8.1 Conduzione dell'audit interno pre-certificazione
Compito: Eseguire un audit interno pre-certificazione
- Descrizione: Conduct a pre-certification audit to ensure that the SMS meets ISO 20000-1:2018 requirements and is ready for certification. Address any remaining non-conformities.
- Prodotti da consegnare: Rapporto di audit pre-certificazione, piani di azione correttiva.
- Riunione: Final review with senior management to confirm readiness for the certification audit.
8.2 Selezione dell'organismo di certificazione e audit esterno
Compito: Selezionare l'organismo di certificazione e programmare l'audit di certificazione
- Descrizione: Research and select an accredited certification body for ISO 20000-1. Schedule the external audit and ensure the organization is fully prepared.
- Prodotti da consegnare: Rapporto di selezione dell'organismo di certificazione, programma di audit esterno.
- Riunione: Final meeting with management and service management team to confirm readiness for certification.
Questo piano di progetto di 8 mesi per ISO 20000-1:2018 implementation provides a structured approach to achieving certification for IT service management. It covers key areas such as service delivery, incident management, change control, supplier management, internal audits, and continual improvement, ensuring the organization meets the ISO 20000-1 standard by the end of the project.
Cosa pensano i nostri clienti:
“Implementing ISO 20000:2018 using QSE Academy’s package saved us a significant amount of time and money. The templates were very comprehensive, and having everything laid out in a step-by-step process made it easy for our team to follow. We were able to customize the documents to fit our organization’s specific needs without needing to hire an expensive consultant. Within just a few weeks, we were fully on track for accreditation. I highly recommend this package to any organization looking to streamline the process.”
Jonathan M.
IT Service Manager
“QSE Academy’s ISO 20000:2018 package was a cost-effective solution for us. The package provided all the documents and guidance we needed to implement the standard without the need for external consultants, which saved us thousands of dollars. The one-on-one support was very helpful, and the team was responsive to all our questions. We managed to fast-track the accreditation process while avoiding unnecessary operational disruptions. Overall, it’s a great investment for any business looking to achieve ISO 20000 certification efficiently.”
Angela K.
Direttore operativo
Domande frequenti
Quanto tempo ci vorrà per ricevere il pacchetto completo di documenti dopo aver effettuato l'ordine?
Una volta completato l'acquisto, sarete immediatamente reindirizzati alla pagina di download. Inoltre, un link per accedere al file verrà inviato al vostro indirizzo e-mail. I file sono forniti in formato .zip, che dovrete estrarre. Se si verificano problemi con il download, non esitate a contattarci all'indirizzo support@qse-academy.com. Il nostro team di assistenza è sempre pronto ad assistervi.
Quali metodi di pagamento posso utilizzare?
Offriamo diverse opzioni di pagamento per la vostra comodità. Potete scegliere di pagare con carta di credito, carta di debito o PayPal. Inoltre, offriamo un piano di pagamento flessibile per coloro che preferiscono pagare i loro acquisti nel tempo. Se avete domande sulle nostre opzioni di pagamento, non esitate a contattarci.
Offrite una garanzia di rimborso se non sono soddisfatto del servizio?
Offriamo una garanzia di rimborso di 30 giorni. Se per qualsiasi motivo non siete soddisfatti del nostro servizio, potete cancellarlo entro i primi 30 giorni e ricevere un rimborso completo, senza fare domande.
Come posso comunicare con l'esperto ISO?
Al momento dell'acquisto, sarete contattati da un account manager che vi assisterà durante tutto il processo. I nostri orari sono flessibili per soddisfare le vostre esigenze. Dopo aver richiesto un incontro, riceverete un link per selezionare l'orario più adatto a voi. Inoltre, potrete comunicare con l'esperto ISO via e-mail.
English 